British Columbia Serving It Right Practice Test

What should staff do upon encountering a problematic customer?

1. Ignore any issues until the customer leaves

2. Discuss the problem with the entire establishment's staff

3. Entertain the customer to calm them down

4. Record incidents and share information with coworkers

The correct answer is: Record incidents and share information with coworkers

Recording incidents and sharing information with coworkers is vital when dealing with problematic customers. This approach promotes a proactive and unified response to difficult situations. By documenting the issue, staff can identify patterns of behavior, understand the context of the incident better, and provide detailed information for future reference or actions. Sharing this information among coworkers ensures that everyone is informed about the customer's behavior, which can lead to more consistent and effective handling of the situation. It allows staff to collaborate on strategies to address issues and create a safer and more pleasant environment for both employees and customers. The other options do not equip staff to effectively handle the situation or ensure a productive environment. Ignoring issues can escalate problems, discussing them with the entire establishment's staff might not be appropriate in front of the customer, and trying to entertain a problematic customer could potentially exacerbate the situation instead of resolving it. Each of these approaches lacks the systematic and cautious management of customer interactions that proper documentation and communication provide.